Icon Health and Fitness

Dear [redacted], I apologize that we failed to delivered your machine on time. I do see the machine is scheduled for the 12th. Please let me know if  you receive the machine. I have submitted for a 150 credit back to you. You should see it within 10 business days. Please let me know if...

you need anything else.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Dear [redacted], I apologize for all inconvenience we have put you through. I have set up a credit request on the money. You should receive the refund within 10 business days. Please let me know if you need anything else.

Dear [redacted],I apologize for the late response. These complaints were not coming into our electronic system. It has now be corrected with the Revdex.com. I have looked into the issue. Billings have stated "I show that we authorized hisaccount 6.6.15 and charged his account 6.8.15. We refunded the amount on...

9.10.15. I don’t see any other  charges." Please check your account to verify it is there. If it isn't please let me know. Thanks for your patience.

Complaint: [redacted]
I am rejecting this...

response because:The treadmill has still not been delivered.  Today I had to call Sid again as he never returned the voice mails I left.  Sid stated he and the shipping company would call me with an update.  It is 7pm eastern time; so 5pm central and I still have not heard from Sid.  DeDe from MXD (shipping company) called and said by 6pm the treadmill would be delivered to the warehouse (not my house).  The white glove service then has 24-48 hours to call me to set up an installation appointment.  At this rate it will be mid January by the time I receive the treadmill.Please review with Sid, the shipping company (MXD), and the white glove service (All American Moving and Storage) before replying again.In my call with Sid he did offer me compensation for me now having to take time off work.  The amount he offered only covers half of the pay I will be missing in order to stay home for installation.  He stated that was all he was allowed to provide.  I hope you will be able to do better.
Sincerely,
[redacted]

Dear [redacted],I really apologize that your machine was never sent to you. I am going to talk to the manager in returns to get your money back to you. I want to verify that you paid 549 with your debit/credit card. The rest were done on gift cards. I know we can ether do a check return or...

possibly all back on the other card. I will talk to her on Monday. Please let me know if the card amount is correct.

Dear [redacted], Do you remember who you spoke to in our billings department? I am still working on this, I should have response soon. Please keep this open, I want to come out with a resolution for you.

Dear [redacted], I am sorry for all the issues you have had with your order. You will not be charged fee's. If you need anything else please let me know thanks.

Revdex.com:
I have reviewed the response made...

by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me if I receive a refund within 10 business days (September 21, 2016) as stated by ICONFitness.
Sincerely,
[redacted]

Dear [redacted], Please keep this open, till he gets his check.

Hi Mr/Mrs G[redacted],I have informed my coordinator to contact the tech company to get that part installed ASAP. Please let me know if something happens. Also let me know if you do not get called from the tech. You have my personal email as well. So please don't hesitate to contact me thanks.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. In response:I tried the 800 number listed on the Nordic Track Best Protection Plan (866.538.6117) and couldn't get an appointment scheduled I tried the 800 number the guy at Sears gave me (888.825.2588) and couldn't get an appointment scheduledI tried the UTS Direct Line (800.677.3838), which I managed to track down after waiting on hold on the other 2 lines forever. I called in the middle of the day eastern time and go a recording that said I need to call back during normal business hours and/or leave a msg. I left msgs last year and this year and in response - crickets.I tried the icon Health and Fitness chat site, and have been told that it doesn't handle extended warranty issues. As best I can tell, there's no on line way to contact the company about this service.I recognize we're only talking about getting maintenance service for a treadmill, but its the principle - based on my experience to date, the simplest explanation is that Icon's intent is to make it so hard to get the service that most people give up, allowing Icon to get the money w/o having to provide the service, i.e. its a scam.Sears provided this service for my previous treadmill and everything worked great - I made one call, a guy showed up at my house like clockwork, and I didn;t have to do anything until the next year. With Icon, if I eventually manage to get a successful first call, that only puts me in a queue to get parts, upon receipt of which I have to make a second call to schedule an appointment.If Icon could replicate Sears' system, they could adequately address my complaint. I suspect thats not possible for any number of reasons, not the least of which being that it would require Icon to have more of everything - people and infrastructure - which costs money and would reduce profits, at least in the short run. Short of that, since I'm pretty sure no matter what happens this year I'll be in the same frustrated position for each of the years remaining on my contract, the only way they could adequately address my complaint wold be for Icon to be removed from the process and for Sears to manage the process like they do for their other equipment lines.
Sincerely,
[redacted]

Dear [redacted], I am so sorry for this. I'm going to talk to the finical to see if we can get the check cut quicker and sent to you ASAP. Please respond back to keep this open, when I have more info I will let you know.

Dear [redacted],I do apologize that you have gone through so many motors. I see that were are suppose to receive them in tomorrow. I am going to upgrade your shipping to BL. It will be a 2 days shipping, you will also be able to track it. If the motor do not come in I have no problem looking into...

a replacement.

Complaint: [redacted]
I am rejecting this response because:They lied  that the model is no more available. They are profoundly disrespectful.After 9 months of poor customer service and emotional distress and aggravated medical problems(My first complaint was in 2nd of October 2015 and today is 20th of June 2016!!!), they refusing an honorable outcome of this dispute.They are in serious violation of the Magnuson-Moss Warranty Act, and the Fair Business Act.And they call me "[redacted]", in the email, seriously?I attached the emails exchange with them.
Sincerely,
[redacted]

Dear [redacted], I apologize the info wasn't there for your machine. We have sent you the workout info for your machine. Please let us know if you need anything else.

Dear [redacted], I am sorry that our assembly team did not do their job. I sent this to the returns manager. Expect a call tomorrow from them, they will get you taken care of.

Dear [redacted],I apologize for the delay you are getting on your unit being shipped. I have good news, the unit shipped on the 5th. So your unit is on its way. It is shipping from California. I would expect a call sometime later this week from the delivery company.

Dear [redacted],I want to apologize for you getting billed for something that you were told had been canceled. After reviewing your account, a refund for the amount of $180 has been issued. The reference number for this is [redacted], please allow 10 business days for this to reflect back onto...

your method of payment.I have also gone in and canceled your iFit membership and cleared your billing information so that we no longer have you as a yearly auto-renewal for iFit.  Best Regards, Kylee F[redacted]

Dear [redacted], As you stated in your response, your machine was supposed to be delivered on 2/10/18, how did your delivery go? If you choose to return the machine, I will waive all of the return fee's and you will receive a full refund. The only part of the return that would not be refundable is the $149 that you paid for assembly because the service has been completed. You have 30 days from the day that you received the machine to return it. As for the warranty that comes with your machine, all the information is outlined on the last page of your user's manual. (I will attach one to this response)